Westin Maui - got rooms still under renovation, incomplete

December 20, 2001:

From:

RE: Westin Maui - got rooms still under renovation, incomplete

Westin Maui

November 2001 We had booked two rooms 6 months in advance. We got rooms still under renovations . They were incomplete (i.e. no inroom safe as advertised) and still smelling of paint or glue or something.Drilling and hammering was going on beneathe us and around us from 8AM to 5PM. This wing of the hotel

had limited maid service, no newspaper delivery and dirty common areas.

The in-house restaurant where we had made reservations had closed. We were told that there were no other rooms available. I had to fight to get my Starwood points due to an error in the way the hotel bill was set up ( finally over one month and 2 calls and 2 emails later they gave them to us).

I expected that I could have been warned before we checked in with 3 children that we were going to get this type of accommodations and/ or offered a room discount. Instead, the service manager was uncommunicative and did not even apologize. Starwood Preferred will not do anything about it because their policy is to let each hotel resolve their own service issues.

I simply wanted them to raise the complaint to a level beyond a sullen service manager (e.g. to someone who would offer an apology. We would not have checked in if we knew that the rooms were like this. It ruined our vacation and we will never take a chance of staying at any Westin Hotel again. Email User